ISO 20000 Lead Auditor Course Outline

Module 1: Information Technology Service Management
(ITSM)  

• Developing a Business Case 
• Defining the ITSMS Scope 
• Overview of IT Service Management 
• Advantages of IT Service Management 
• ITSMS Policy Framework 
• Documenting Processes and Procedures 
• Adopting a Process-Based Approach 
• Fundamental IT Principles 
• Crafting a Project Plan 
• IT Services Accounting Practices 
• Budgeting and Financial Management 

Module 2: Introduction to ISO/IEC 20000  

• Understanding ISO/IEC 20000 
• Key Benefits of ISO/IEC 20000 
• Structure and Components of ISO/IEC 20000 

Module 3: Scope of ISO/IEC 20000  

• General Overview of Scope 
• Application of the Standard 

Module 4: Key Terms and Definitions  

• Introduction to Terminology 
• Terms Related to Management System Standards 
• Service Management-Specific Terminology 

Module 5: Organizational Context  

• Analyzing the Organization and Its Context 
• Identifying Stakeholder Needs and Expectations 
• Defining the Scope of the Service Management System 
• Overview of the Service Management System 

Module 6: Introduction to Auditing  

• What is Auditing? 
• Types of Audits 
• Essential Audit Terminology 
• Advantages of Auditing 

Module 7: Audit Roles and Principles  

• Defining Audit Roles 
• Building and Managing an Audit Team 
• Ensuring Confidentiality 
• Maintaining Auditor Independence 
• Evidence-Based Audit Approach 
• Upholding Integrity in Audits 
• Fair and Accurate Audit Reporting 

Module 8: Auditor Responsibilities  

• Managing Audit Personnel 
• Checklist Preparation 
• Defining Work Scope 
• Overseeing the Audit Programme 
• Effective Organizational Communication 

Module 9: Skills and Competencies for Internal Auditors  

• Key Personal Attributes 
• Essential Auditor Skills 
• Knowledge Requirements for Auditors 

Module 10: Objectives of Internal Auditing  

• Identifying Issues and Detection 
• Sampling Techniques for Auditors 
• Handling Nonconformities 
• Reaching Agreement on Nonconformities 
• Categorizing Nonconformities 
• Implementing Protective and Preventive Measures 
• Taking Corrective Actions 
• Verifying Corrective Measures 
• Documenting Corrective Action Requests 

Module 11: Leadership in Service Management  

• Demonstrating Leadership and Commitment 
• Developing Policies 
• Defining Organizational Roles, Responsibilities, and Authorities 

Module 12: Strategic Planning  

• Addressing Risks and Opportunities 
• Setting Service Management Objectives and Planning for Achievement 
• Designing the Service Management System 

Module 13: Supporting the Service Management System  

• Resource Allocation 
• Building Competence 
• Promoting Awareness 
• Effective Communication Strategies 
• Managing Documented Information 
• Leveraging Organizational Knowledge 

Module 14: Implementation Guidance and Processes  

• Service Delivery Processes 
• Resolution Processes 
• Relationship Management Processes 
• Control Processes 

Module 15: Control, Monitoring, and Measurement  

• Monitoring ITSM Processes 
• Role of the Internal Auditor 
• Developing Metrics and KPIs 
• Using Performance Indicators and Dashboards 
• Managing Reviews 
• Implementing Continuous Improvement Programs 
• Preparing for Audits 
• Managing Contractual Disputes 

Module 16: Operating the Service Management System  

• Operational Planning and Control 
• Managing the Service Portfolio 
• Relationship and Agreement Management 
• Balancing Supply and Demand 
• Service Design, Build, and Transition 
• Resolution and Fulfillment Processes 
• Ensuring Service Assurance 

Module 17: Introduction to the Role of Lead Auditor  

• Defining the Lead Auditor Role 
• Benefits of Leading Audits 

Module 18: On-Site Auditing  

• Objectives of On-Site Audits 
• Conducting Interviews 
• Creating and Evaluating Checklists 
• Using Questionnaires for Data Collection 
• Reviewing Documents On-Site 
• Evaluating On-Site Work 
• Providing Audit Samples 

Module 19: Remote Auditing  

• Introduction to Remote Auditing 
• Benefits of Remote Audits 
• Challenges and Barriers of Remote Auditing 
• Workplace Surveillance Techniques 
• Types of Surveillance in Remote Auditing 
• Enhancing Communication and Interaction 
• Conducting Remote Document Reviews 
• Analyzing Collected Data 

Module 20: Auditing Methods  

• Conducting Interviews 
• Performing Observations 
• Reviewing Documents and Records 

Module 21: Preparing Audit Reports  

• Defining Report Scope 
• Establishing Report Criteria 
• Identifying the Audit Team 
• Recording Audit Dates and Locations 
• Drawing Conclusions 
• Distributing Reports and Findings 
• Following Up on Action Plans 
• Recognizing Best Practices 
• Confirming Achievement of Objectives 
• Creating an Audit Plan and Schedule 

Module 22: Conducting ISO 20000 Audits  

• Communication During the Audit Process 
• Developing Procedures and Test Plans 
• Documenting Audit Findings 

Module 23: Conclusion and Post-Audit Follow-Up  

• Summarizing Audit Findings 
• Post-Audit Follow-Up Procedures 
• Document Management 
• Quality Review Processes 
• Conducting Closing Meetings 
• Evaluating Action Plans 
• Performing Surveillance Audits 
• Managing Internal Audit Programs 

Module 24: Performance Evaluation  

• Monitoring, Measurement, Analysis, and Evaluation Techniques 
• Conducting Internal Audits 
• Management Review Processes 
• Service Reporting Standards 

Module 25: Continuous Improvement  

• Addressing Nonconformities and Corrective Actions 
• Driving Continuous Improvement Initiatives  

1. 5 days interactive instructor-led ISO 20000 lead auditor training

in Estonia

2. Training provided by highly qualified, certified, and accredited trainers

from PECB 

3. Certificate of ISO 20000 Lead Auditor course by PECB 

4. Certification